German - Customer Service Advisor

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end‑to‑end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct‑to‑consumer. Our client portfolio includes globally recognised brands such as Coca‑Cola, Nestlé, Elemis, Homebase, and Proctor & Gamble.

Role Overview

Location – Gadbrook Park, Northwich (Office Based)
Contract – Permanent
Shift pattern – Between 8 am and 8 pm, with one in every three weekends.

As a customer service advisor, you’ll be the first point of contact for our valued customers, assisting with a wide range of inquiries – from product advice to resolving order issues. You’ll engage with customers across various communication channels, including live chat, phone, email, and social media, ensuring that every interaction reflects our commitment to outstanding service. You will receive specialised brand training and ongoing support to develop exceptional service skills.

Key Responsibilities

• Working across multiple channels including emails, phones, live chat and social media.
• Work towards achievable department targets while maintaining high quality at each point of contact.
• Engage with customers daily in a polite, professional manner.
• Assist customers with all queries regarding product advice and general customer service.
• Collaborate with team members and different departments to enhance overall customer service.
• Utilise ongoing training to deepen product knowledge and deliver top‑notch service.

Requirements

• Strong written and verbal communication skills.
• Willingness to learn and develop new skills.
• A professional, friendly, and hard‑working individual.
• Early promise of demonstrating our core values – Show up, Dig in and get it Done.

Benefits

Career Development

• Access bespoke development programmes designed by our in‑house L&D team.
• Continued development through our upskilling programme in partnership with an industry‑leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12 months.

Wellbeing Support

• Access face‑to‑face and virtual appointments with our in‑house GP.
• Access our in‑house CBT therapist.
• Access to our in‑house dentist for routine check‑ups and emergencies.
• Access to the 24‑hour Employee Assistance Programme (EAP) provided by Bupa.
• State‑of‑the‑art on‑site gym at our Manchester offices.
• Access to our on‑site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Up to 50% staff discount on THG brands.
• On‑site staff shop.
• Access to on‑site barber.
• Referral bonus up to £1000 after probation.
• Anniversary gifts when you hit 5 and 10 years of service.

Equal Opportunities

We are an equal opportunities employer. We’re committed to creating a diverse and inclusive workplace that allows everyone to thrive, and strongly encourage all candidates from all backgrounds and identities to apply.

Accessibility & Reasonable Adjustments

THG Ingenuity is a Disability Confident and Committed employer. If you are invited to interview, please let us know any reasonable adjustments that can be made to the recruitment process. You don’t need to disclose your disability or condition – just inform us of the support you require.

Contact & Response Times

Because of high volumes of applications, our opportunity may take time to review. We endeavour to respond to every application within 14 days. If you haven’t heard from us within that time frame, or have specific questions, please contact our Talent team.

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